InMoment XI

AUGUST 31, 2023

Integrated Insights : Delivering both leading innovative technology and strategic expertise to deliver ROI. Integrated Actions : The ultimate goal is to eliminate any and all silos that exist in many companies, facilitating a coordinated, data-driven approach to prioritising which action will get your business the best results.

2023 195

2023 Workshop 2024 Events 195

Customer Bliss

NOVEMBER 19, 2015

Connect to ROI – “Did We Earn the Right to Customer Growth?”. You present the visual depiction of customer growth or loss. Have leaders pick one-company experience opportunities to improve or innovate. Four ways you engage leaders and the organization in the Customer Room: 1.

Engagement 205

Engagement ROI Leadership Customers 205

Totango

AUGUST 21, 2020

In our latest installment in the CXO Series , we sat down with Keith Strodtman, COO, Customer First and Shelby Czarnota, Vice President, Customer Success Business Solutions at SAP as we discussed SAP’s Transformation and Innovation in Customer Success and why they deployed Totango as their One Customer Success Platform. We are 18 months in.

Innovation 116

Innovation Customer Success NPS Reference 116

TechSee

DECEMBER 11, 2024

Let’s revisit the five biggest predictions for service innovation in 2024, evaluate their outcomes, and uncover lessons for shaping the future. Each of these predictions is based on an analysis of the leading service trends in 2024 presented at conferences, as well as those most discussed by influencers, reporters and analysts.

2024 109

2024 2025 Omnichannel Social Media 109

Customer Bliss

NOVEMBER 1, 2018

Mary spontaneously goes to driver-organized meetups because she wants to show up, connect, and be present for what’s happening with the drivers. Mary believes that when you’re present and authentically engaged with employees (or contractors), it’s more beneficial than looking through data on spreadsheets and being on conference calls.

Employee Experience 175

Employee Experience ROI Chief Customer Officer Culture 175

InMoment XI

SEPTEMBER 3, 2024

Demonstrate Return on Customer Service Investment Conversation analytics provides businesses with tangible evidence of the customer experience ROI from their efforts. Scalability Scalability and efficiency present another set of challenges. Schedule a demo to learn more about our conversation analytics solutions.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

InMoment XI

MARCH 18, 2024

Predicting the Future with Data Harnessing the power of richer insights goes beyond understanding the present; it involves predicting the future. Connected Teams Driving CX Impact: With predictive simulations and strategic ROI alignment, teams can leverage 100% of CX data to drive impactful initiatives.

Insights 195

Insights Multi-Channel Webinar Social Media 195

eglobalis

JULY 31, 2024

The APAC region, known for its rapid technological advancements and tech adoption as its diverse markets, presents unique opportunities and challenges in the realm of customer experience. Tools that offer clear ROI through improved customer engagement and retention, such as AI-driven analytics platforms, are crucial in this environment.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

Customer Bliss

AUGUST 29, 2017

Her true passion is creating innovative approaches to customer experience, employee engagement and omnichannel marketing, transforming them into both human-centered and results-oriented programs. There is no better feeling than creating great ROI through human connection.”. She put together a plan and presented around six months.

Connections 178

Connections Customer Experience Net Promoter Score B2B 178

Customer Bliss

MAY 23, 2018

When you can do this, you get an internal culture of excitement, innovation, and happy employees which result in happy customers. Carolyne began to present her findings to leadership through weekly team meetings. to determine their employee ROI. Carolyne partnered with the HR dept.

Sports 197

Sports Customer Experience E Commerce Travel 197

Alida

JUNE 30, 2017

Eric Angeloro, global launch and lifecycle marketer at Cadillac, presented his company’s strategy: creating innovative products, providing unforgettable customer experiences, enabling ongoing engagement, rethinking marketing and driving word of mouth. Don’t forget the post-sale relationship.

Automotive 138

Automotive 2025 Customer Relationships 2017 138

GetFeedback

JULY 19, 2019

The question is typically presented to the customer using a 1–5 scale, with 1 being very dissatisfied and 5 being very satisfied. . Voice of the Customer results should lead to innovation around customer experience. . VoC programs often include CSAT in a percentage. Your customers are definitely ready to share! Get the Guide.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

Alida

SEPTEMBER 21, 2018

The Customer Intelligence Summit brings together some of the brightest minds in research, marketing, customer experience and product innovation to discuss the latest trends, share best practices and discover the newest innovations in the industry. This year’s Summit took place in Washington, D.C. Human connections are important.

2018 145

2018 Insights Innovation Feedback 145

Solvvy

AUGUST 22, 2022

Integrating systems, like your CRM, and ensuring your AI solution routes information to the right department can present challenges, particularly if you don’t have resources with technical expertise on your staff. . To see the most ROI from the solution, you need to monitor its performance. . System integration issues.

Customer Service 89

Customer Service Innovation E-support Net Promoter Score 89

Horizon CX

MARCH 1, 2021

It is indeed hard to argue with the individual in charge, not to mention everything we all learned in business school, but it put those of us who were managing innovative CX programs to gain in-depth customer feedback and insights into a somewhat unsupported and somewhat helpless and potentially vulnerable position. Peter Swaim – V.P.

ROI 52

ROI Return on Investment 2004 Financial 52

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Conversely, negative comments and low ratings can highlight areas needing improvement, presenting businesses with opportunities to refine their products and services.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Platforms like X, Meta/Insta, YouTube, and Google shape brand perceptions and impact purchasing decisions, directly affecting your ROI. Conversely, negative comments and low ratings can highlight areas needing improvement, presenting businesses with opportunities to refine their products and services.

Management 195

Management Social Media Hotels Airlines 195

ClearAction

MARCH 24, 2017

Value Chain Solution to VoC ROI Lynn Hunsaker. Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. The key to VoC maturity and ROI is not sophistication or breadth of market research. That’s how you drive ROI and sustainable growth.

ROI 48

ROI B2B Metrics Culture 48

Alida

OCTOBER 18, 2017

But to get the maximum ROI from insight, it needs to inspire action and drive customer-led decision-making across the organization. To showcase how to do this, Brenner and Fanning gave a sneak peek of Member Hubs, one of the innovations we unveiled at Summit. Insight-driven businesses are set to steal $1.2

Insights 113

Insights Customer Relationships ROI 2020 113

Experience Investigators by 360Connext

AUGUST 22, 2023

Present your data in ways that speak to specific departments, and continually follow up to show them how they are driving noticeable improvements in the experience. An executive invested in the customer experience will inspire innovation and motivate their team. That’s how customer experience becomes embedded in your company’s culture.

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

ShepHyken

MAY 12, 2020

We must embrace the changes and innovations that come during these times if we hope to keep moving forward. When pitching ideas to the C-Suite, make sure you present them with an ROI attached. Instead, take the opportunity to reach out to your customers first to provide support. Quotes: “Have a mindset of change.

Technology 105

Technology 2019 ROI Employee Experience 105

Beyond Philosophy

NOVEMBER 19, 2020

For instance, when I presented to a German insurance company about how they should use emotions in their experience, the clients asked me for proof that it would work. Often, Pine would have clients acknowledge that their philosophy was innovative but then ask who else had tried it.

Customer Experience 133

Customer Experience ROI 2002 2005 133

Thematic

FEBRUARY 27, 2024

When you're asked to prove ROI, that's often when things get tricky. Measuring the ROI of Customer Experience Improvements Beyond Gut Feeling: Sure, you might sense customers are happier after an upgrade. It typically includes four perspectives: • Financial: Traditional metrics like revenue, profit, and ROI.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

Beyond Philosophy

NOVEMBER 14, 2020

What happens when you get three Customer Experience Pioneers together to discuss the past, present, and future of Customer Experience? In addition to tying your efforts directly to return on investment (ROI), I advise champions of Customer Experience to determine the lifetime value of customers they serve.

Customer Experience 148

Customer Experience Return on Investment ROI Consulting 148

C3Centricity

JUNE 8, 2020

During my presentation, I shared many ideas; here are a few of the points I covered: #1. From ROI / ROR to ROE. Most CPG companies have annual targets for Innovation & Renovation, sometimes 30% or more of annual revenue. These are just six of the many ideas I shared during my presentation.

Hospitality 108

Hospitality Customer Centricity Hotels Return on Investment 108

Thematic

FEBRUARY 27, 2024

Measuring the ROI of Customer Experience Improvements Beyond Gut Feeling: Sure, you might sense customers are happier after an upgrade. It typically includes four perspectives: • Financial: Traditional metrics like revenue, profit, and ROI. • Learning & Growth: Employee development, innovation, and knowledge sharing.

ROI 62

ROI Customer Experience Metrics Net Promoter Score 62

Customer Guru

DECEMBER 13, 2017

About three years ago, I created a Slideshare presentation – 10 reasons why customer experience is more important NOW – that has been viewed around 20,000 times since then. Furthermore, disruptive startups launch innovative products that get adopted by millions of users almost overnight. Source: CX Networks.

Customer Experience 119

Customer Experience 2017 Chief Customer Officer Customer Centricity 119

ShepHyken

SEPTEMBER 15, 2017

Artificial intelligence marketing (AIM) is an innovative way for marketers to bridge the gap between data science and execution. Now, the AIM platform uses available data and determines the products to present, how the content should be presented, and via which channel for each and every contact, seamlessly. Final Thoughts.

Customer Engagement 211

Customer Engagement Blog Engagement Marketing 211

CloudCherry

JANUARY 21, 2020

And quantifying the return on investment (ROI) of CX and VoC can help secure further investment. . Focus on Quantification and Continuous Improvement: During this phase, communicating VoC business results and ROI becomes systematized. When you reach phase three, you can trust that your company is a VoC innovator.

Feedback 195

Feedback Net Promoter Score Financial Customer Centricity 195

Customer Guru

AUGUST 21, 2018

He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops. She is a renowned expert on customer relationship management (CRM), customer service strategies, and ROI. Kate Leggett Follow @kateleggett. She is a regular contributor to radio and web interviews.

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Customer Bliss

NOVEMBER 15, 2018

2 – Connect ROI to Growth. Samantha presented her findings to the CEO and executive team through a visual deck, in a way she knew her audience would be receptive to. An accomplished speaker and thought leader, Paxson founded CO-OP THINK, an innovation content platform empowering the evolution of mission-driven financial services.

Leadership 128

Leadership Chief Customer Officer Financial User Experience 128

West Monroe

MARCH 16, 2023

My take: The companies that strike the right balance of risk and innovation when adopting generative AI will win. How do you successfully balance risk and innovation with generative AI? The sooner a company starts developing a framework for adopting generative AI, the sooner the use cases can be rolled out and start showing ROI.

Innovation 52

Innovation ROI Financial Social Media 52

West Monroe

MARCH 16, 2023

My take: The companies that strike the right balance of risk and innovation when adopting generative AI will win. How do you successfully balance risk and innovation with generative AI? The sooner a company starts developing a framework for adopting generative AI, the sooner the use cases can be rolled out and start showing ROI.

Innovation 52

Innovation ROI Financial Social Media 52

One Millimeter Mindset

FEBRUARY 4, 2021

What is the ROI in that behavior? Engage me to present a One Millimeter Mindset program! Babette Ten Haken | Change Catalyst | Purpose-Driven Professional Innovation | Cross-Functional Team Leadership | Trust-Based Client Retention | In Person & Virtual Speaker, Consultant, Coach, Author |. One millimeter at a time.

Leadership 81

Leadership Workshop Innovation Consulting 81

InMoment XI

NOVEMBER 26, 2024

Increased Resource Allocation Customer journey maps can help you identify problems and present a strong business case for customer experience improvement. Furthermore, studying a range of examples allows you to adapt best practices and innovative techniques to fit your specific customer base, whether focusing on B2B or B2C journeys.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

OCTOBER 24, 2023

They provide clear directives, guiding businesses on where to act, how to improve, and when to innovate. The right tools not only capture and analyze data but present it in a manner that’s intuitive and actionable. This approach ensures that insights derived are not just informative but transformative.

Contact Center 195

Contact Center Multi-Channel Net Promoter Score Metrics 195

ClearAction

NOVEMBER 3, 2015

Mis-matches may be tolerated presently, but they do not bode well for the future. Second, it is the key to being more innovative, and more successful in launches. 3 Types of Customer Experience Action Essential to ROI. How many companies do you buy from where this is the case? Customers' trust is eroded by inconsistency.

Customer Experience 101

Customer Experience ROI Customer Experience Management Sports 101